Program Manager, Service Operations Support

What To Expect
The Program Manager, Service Operations Support position requires someone with exceptional ability to build strong working relationships between Field, Service, Training and Technical Operations, as well as Business leadership, ensuring we provide the right operational support and training to enable Tesla Service to meet its key objectives. This individual acts as an advisor to Site Managers, Regional Managers and Territory Directors in their market on operational improvements and best practices.
The Program Manager supports global business improvement projects by identifying and understanding roadblocks in their designated market and providing solutions to improve performance. Individuals must be creative, proactive, organized, flexible, results-oriented, and have a passion for and understanding of electric vehicles. The ideal candidate can effectively communicate with stakeholders and field team members and is an advocate for best practices. They can drive processes improvement and can solve problems independently without much guidance and lead by example. The ability to be organized while demonstrating a positive and professional demeanor is critical. This role reports into the Senior Program Manager, Service Field Support.
What You’ll Do

• Collaborate with APAC, EMEA and China program managers on locally implementing new projects, programs, and procedures as needed.
• Determine Field Technical Support needs in region and align strategy considered with Field Technical Operations leadership
• Support the mastery program to develop the highest level of technical talent in Service and help determine the key participants and leaders that need to attend specialist trainings
• Determine together with Training manager and Analytics team the measurement approach to quantify the impact on the business that the training has achieved and align with service leadership
• Become a resource for Service Leaders and assist with mentoring and onboarding new hires as required.
• Develop and provide recommendations to key stakeholders and collaborate on an implementation plan to drive productivity and improve customer expreince.
• Partner with Territory, Regional and Site Leaders to provide an unbiased onsite assessment of operations, calling out performance wins and opportunities.
• Contribute and support Leaders in strategic decisions and define support towards achievement.
• Represent the region’s interest when developing a support plan for training with the Training Manager.
• Help create and implement the future vision for our team and define precise goals, taking responsibility for focusing on productivity within the Service Field Support Team.
• Key strategic partner with Technical and Training Operations members on prioritizing region-specific needs into overall NA support plans.
• Make real connections with site leaders to help identify process and culture improvement opportunities, and work with relevant stakeholders to implement best practices.
• Support revenue generating and cost-saving process improvement projects by collaborating with program managers, Technical Operations, and field service to incorporate regional needs into the project requirements and to ensure smooth implementation to various markets.
• Help the manager with recruitment and strategic placement of required staff across team, establishing and developing organizational structure and scheduling.
• Collaborate with Territory Directors, Regional Managers, Service Managers, and other service leaders to understand the technical training needs.

What You’ll Bring

• Must have a valid Driver’s License.
• Thrives working independently; also, able to contribute strongly as a member of a high performing team.
• Training and coaching experience preferred.
• 5 years’ experience leading teams in the service industry or equivalent operational excellence in a related field
• Valid Passport
• Tech savvy – able to expertly use a full suite of office and learning technologies
• Degree from a University, College, or the equivalent in experience and evidence of exceptional ability.
• Experience with environmental health and safety requirements a plus.
• Demonstrated ability to lead complex problem-solving activities and initiatives.
• Ability to travel within North America at least 80% of the time.
• Excellent verbal, interpersonal and written communication skills required
• Proactive, flexible, confident, professional, and self-directed in a fast-paced environment.
• Demonstrated ability to collaborate and serve as a partner/consultant to regional leadership and staff.

Benefits
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction

Family-building, fertility, adoption and surrogacy benefits

Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution

Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA

Healthcare and Dependent Care Flexible Spending Accounts (FSA)

LGBTQ+ care concierge services

401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits

Company paid Basic Life, AD&D, short-term and long-term disability insurance

Employee Assistance Program

Sick and Vacation time (Flex time for salary positions), and Paid Holidays

Back-up childcare and parenting support resources

Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance

Weight Loss and Tobacco Cessation Programs

Tesla Babies program

Commuter benefits

Employee discounts and perks program

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